Our Shipping & Returns Promise

Just as we test our gear in the harshest conditions to ensure reliability, we stand behind every product we sell and every delivery we make. Our processes are designed to be as straightforward as navigating a well-marked trail, whether you’re receiving your gear or returning it.

Shipping Information

We ship globally (excluding some remote regions and parts of Asia). All orders are processed within 1-2 business days before dispatch.

Shipping Methods & Timeframes

Method Cost Carrier Estimated Delivery Time* Best For
Standard Shipping £12.95 DHL or FedEx 10-15 business days after dispatch Faster, tracked delivery
Free Shipping FREE on orders over £50 EMS 15-25 business days after dispatch Economical, no-rush deliveries

*Delivery times are estimates and may vary due to customs, weather, or carrier delays. You will receive tracking information once your order ships.

Our Returns & Exchanges Policy

Return Window

You have 15 days from the date of delivery to initiate a return or exchange.

The Returns & Exchanges Process

  1. Initiate Your Return (Within 15 Days)
    Contact our customer service team to start the process. This allows us to create a return authorization and provide correct documentation.
    • Email: Send your return request to [email protected] using the template provided below.
    • Include your order number and reason for return/exchange.
  2. Prepare Your Package
    • Original Condition: Items must be returned unused, with all tags attached and in original packaging.
    • Safety & Hygiene: All items must be clean, dry, and free from debris, mud, or personal odors.
    • Complete Set: Include all parts, manuals, and accessories.
  3. Ship It Back
    • We will provide a Returns Merchandise Authorization (RMA) number and shipping instructions.
    • Securely package the item to prevent transit damage. We recommend a sturdy box.
    • Include the completed returns form (provided by us) inside the package.
    • Shipping Cost: Return shipping is the customer’s responsibility, unless the return is due to our error or a defective product.
    • Important: Use a trackable shipping service and retain your proof of postage.
    • Returns Address: Cotswold Outdoor Returns, 66 Stoney St, Nottingham, GB NG3L 3UW (include RMA).
  4. Inspection & Processing
    • Once received at our warehouse, our gear specialists will inspect the returned item.
    • Processing typically takes 3-5 business days after arrival.

Refund Timeline & Method

Timeline: Once your return is approved, refunds will be processed to your original payment method within 5-10 business days.

Method: Refunds are issued in British Pounds (£) to the original payment method used (Visa, MasterCard, JCB, or PayPal). The amount will reflect the original item price. Original shipping fees are non-refundable.

Exchange: For exchanges, we will ship the replacement item via your chosen shipping method once the return is received and processed. Any price difference will be charged or refunded accordingly.

Note: International bank transfers or PayPal refunds may take additional time to appear in your account, depending on your financial institution.

Items That Cannot Be Returned

To ensure the safety and integrity of specialized equipment, the following items from our range are non-returnable unless faulty:

  • Avalanche Safety Gear (e.g., beacons, probes, shovels, airbags) – Due to the critical, life-saving nature of this equipment and strict hygiene/safety protocols.
  • Personal Safety & Climbing Equipment (e.g., Ascenders) – Items where safety certification and integrity can be compromised after use or handling.
  • Opened or Used Airbed & Pumps – For hygiene reasons.
  • Personalized or Custom-ordered items.
  • Any item not in its original condition, is damaged, missing parts, or is soiled.

This policy reflects our commitment to providing our community of adventurers with gear they can trust absolutely.

Return Request Email Template

Copy and paste the template below into an email to [email protected] to initiate your return.

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Cotswold Outdoor Customer Service Team,

I would like to request a return/exchange for my recent order.

Order Number: [Please insert your order number] Order Date: [Date] Product(s) to Return: [Product Name, Size, Color, etc.] Reason for Return/Exchange: [e.g., Incorrect size, changed mind, defective item]

Please advise on the next steps and provide the required Return Merchandise Authorization (RMA) number and shipping address.

My preferred resolution is:
[ ] Refund to original payment method
[ ] Exchange for: [Product Name & Details if known]

I confirm the item(s) are unused, in original condition with all tags and packaging.

Best regards,
[Your Full Name] [Your Shipping Address] [Your Email Address] [Your Phone Number (optional)]

Need Help?

Our customer service team, trusted with your data and your gear questions, is here to help guide you through the process.

Email: [email protected]
Postal Address for Returns (with RMA): Cotswold Outdoor Returns, 66 Stoney St, Nottingham, GB NG3L 3UW

We aim to respond to all inquiries within 48 hours.

Cotswold Outdoor — Equipping Adventures, Inspiring Explorations